Associate Lead - Incident Management

About the RoleYou will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices.Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity.---- What the Candidate Will Do ----Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth.Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K...